Weekend Support Specialist (Part-time) England
Job description
We’re looking for a new Weekend Customer Support Specialist to join the Encore team on a part-time basis and help us deliver a best-in-class level of service to our customers all over the UK and Europe.
Most of the events our musicians are booked for happen between Friday and Sunday, and our Weekend Support Specialists are there to ensure we are able to deliver incredible customer service when it matters most.
In this role, you will be the person an Encore customer or musician speaks to over live chat, Zendesk and on the phone whenever they have questions about one of their bookings. You will also be on hand to help prospective customers find the perfect musicians for their events.
We pride ourselves on giving our customers an exceptional level of service, and you will be making a direct impact on Encore’s success and reputation by helping dozens of customers every week when they have questions for us, and putting their minds at ease in the run-up to some of the biggest events of their lives.
This is a remote position, and we're looking for someone with experience in a customer support role, and ideally with experience in a small team or startup.
Key Responsibilities:
Assisting customers and musicians with any last-minute queries and issues related to a booking
Resolution of customer support tickets within Zendesk
Answering inbound phone calls
Escalation and handover of customer issues and complaints to the appropriate team members
Assisting customers with enquiries related to their booking
Assisting customers looking to book a musician
Logging customer feedback to help improve the customer experience
Required:
Outstanding customer service skills
Excellent verbal and written communication skills
Ability to organise and prioritise workload
Attention to detail in a fast-paced environment
Desirable:
Experience using support software, such as ZenDesk, FreshDesk or Intercom
An understanding of the events industry and how people book suppliers
Experience at a fast-growing business
Good numerical skills
Schedule:
Saturday: 5pm to 9pm
Sunday: 9am to 5pm
Hourly rate:
£12/h
